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A simplified configuration for the use of Conversant for agent data screen delivery
applications is shown in the following figure.
Note:
Conversant VIS is used as an example — other adjunct processors have
Note:
similar capabilities but should be verified for a particular application. If the
host supports ASAI, Conversant is not needed.
Simplified ICM configuration for data screen delivery
1. Telephone
2. ISDN-PRI
3. Avaya switch
4. ASAI
General processing for this type of application occurs as follows.
1. The Conversant voice system or host requests notification for events such as call
offered, call ended, call connected, call dropped, call transfer, and alerting.
2. The communication server notifies Conversant with event reports when the call
arrives, when the agent answers, when the call drops, and so on.
3. Conversant sends information to the host application so that it can send a data screen
to the agent's data terminal.
Conversant can determine when a call drops before being answered and can track
abandoned calls or use CPN/BN information for callbacks.
Inbound Call Management
5. Conversant
6. Host
7. Agent data terminal
8. Agent telephone
Issue 1.0 May 2003
159
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